Introduction
We are committed to providing our customers with the best possible service. If you have any complaints about our products or services, please let us know so that we can investigate and take action to resolve the issue.
What is a complaint?
We consider a complaint to be any expression of dissatisfaction about the standard of our goods or services, or our actions or lack of actions (including those of our employees or anyone acting on our behalf) affecting our customers or prospective customers.
How to make a complaint
You can make a complaint in writing, by phone, or in person.
If you write to us, please send your complaint to:
Enigma Titanium Limited
13 Apex Park
Diplocks Way
Hailsham
East Sussex
BN27 3JU
Or, you can contact us by email using the email address: info@enigmabikes.com.
If you wish to call us, please call 01323 845849 (international callers, dial +44 1323 845849) and ask to speak to a member of our customer service team.
If you wish to visit us in person, we are open Monday – Friday 8.30am to 5pm and on Saturdays, by appointment.
What we will do
When we receive a complaint, we will:
- Acknowledge your complaint within 3 working days.
- Investigate the matter and get back to you within 10 working days.
- If we need more time to investigate your complaint, we will let you know.
- We will keep you informed of our progress and let you know the outcome of our investigation.
What we can do
If we find that we have made a mistake, we will:
- Apologise for the inconvenience caused.
- Put things right, for example by repairing or replacing the product, or giving you a refund.
- If we cannot put things right, we will explain why and offer you a reasonable alternative.
Your rights
You have the right to complain to us if you are not happy with our products or services. You may also have the right to take your complaint to the Financial Ombudsman Service (FOS) if you are not satisfied with the outcome of our investigation if your complaint relates to a financial services product sourced through us – see Complaints about Financial Service Products below.
Learning from our mistakes
We will analyse the complaints we receive identifying any patterns in complaints and their root causes. We will implement the lessons learned.
We provide training to all staff on how to identify and offer help customers making a complaint.
Complaints about Financial Service Products
We will initially handle your complaint using the process set out above.
We will ensure that our staff refer complaints about financial service products to our finance director within 1 working day of receipt of the original complaint.
Our finance director will record and monitor a complaint about a financial services product. They will seek to address and resolve the complaint in accordance with FCA Complaints Rules.
We will send a final response letter to you no later than eight weeks after we first received your complaint. The final response letter will:
- Accept your complaint and, where appropriate, offer redress or remedial action; or
- Offer redress or remedial action without accepting the complaint; or
- Reject the complaint and give reasons for doing so; and
- indicate if we consent to waive the relevant time limits for referral to the FOS.
It will also:
- include a copy of the FOS's standard explanatory leaflet;
- provide the website address of the FOS; and
- inform you how, if you remain dissatisfied with our response, you may refer the complaint to the FOS.
About the FOS
The FOS is an independent body that can help to resolve complaints between consumers and businesses relating to financial products and services. If you want to take your complaint to the FOS, you must do so within 6 months of the date of your complaint.
To contact the FOS, please visit their website at www.financial-ombudsman.org.uk or call them on 0800 023 4567.
Thank you for your feedback
We appreciate your feedback and we will use it to improve our products and services.
ENIGMA TITANIUM LIMITED
JUNE 2023
